Lester Glenn Hyundai NJ

[RLREILLY81]

What a bad experience I just had. Just set up my appointment for my 6 month/7500mile appointment. When purcahsing the car from Lester Glenn I was given free oil changes for life and also free loaner cars when the car is in for service. Well it turns out that wasnt all really true.

Here is the letter to the General Manager...

General Manager,

I recently bought a Genesis from you and yesterday I spoke to XXXXXX about scheduling my first 6 month/7500 mile oil change. I was terrible disappointed with two things that I encountered when trying to set this up.

First was the fact that Lester Glenn advertises tirelessly, that you get ‘free loaner car’ for the lifetime of owning your vehicle. I feel that you are incredibly misleading with this advertising, since I was told that loaner cars were not given for oil changes. In my understanding any work done to the car, especially work to keep the car under valid warranty, would be considered service. I was not informed at any time prior that the ‘free loaner car’ was not for oil changes and thus I feel lied to.

Secondly I feel that the nonsensical manner in which you booking appointments is not customer friendly. After being told I would not get a loner car for the oil change I was asked if I wanted to drop the car off or if I would wait for it. Since I work from 730-5 and need my car I told XXXXX that I would wait for it. We set up a December 18 appointment at 7:30 am, to which I figured I would leave the car overnight and since I had an appointment that it would be serviced at the scheduled time and I could simply pick it up at 8:30, the time it would be finished. XXXXX informed me that this was not allowed and that if I dropped it off, even with an appointment, my car would be serviced “when they (mechanics) got around to it”.

I am lost at the purpose of an appointment if my car would not be serviced at the time it is scheduled for. I have had such great feelings about your customer service up until this incident that I am quite shocked. So much so that if I were not getting free oil changes for the life of the car I would be going elsewhere.

Sincerely,




Lets see what they respond with....

 

[STREETS]

They will get around to it with a 3 week advanced appointment. Dealership shmucks!
Drop off the car in the am- say I am here to test drive a new 2011 Genesis...(see you at 5:30!)

 

[RLREILLY81]

STREETS had they not called me I would have...

So here is the update.

Within 30 minutes of sending the email I received a call from the GM. Basically they were overly apologetic and let me not only get a loner but an earlier appointment too. The GM apologized for the 'new girl' and explained that no matter what since I have a Genesis that I would get a loaner car for anything but normally other Hyundai's wouldn't get it for an oil change.

The fact that the GM called apologized and fixed the situation made me feel better. I will keep my eye on this for future things though because I don't want to encounter this experience again.

...lets see what type of loaner car they give me....

 

[ctrcbob]

As for loaners, when I was going to have my P06 Update done on my Genesis, I inquired of Jenkins Hyundai in Leesburg Florida (my closest dealer) and was told in no uncertain terms, "No Loaner" as "Hyundai does not allow loaners for cars that do not stay overnight". (Their exact words). Needless to say, I took my Genesis to my selling dealer, Orlando Hyundai, for that P06 Update. They offered to give me a loaner just as they gave me a loaner in the past, but because they said the P06 Update would only take four or five hours, I just waited, and visited the restaruant next door.

I have a friend who is a Salesman at Jenkins (and he sometimes reads these threads) and I let him know what I feel about their "Service" Department. Their Parts Department is great though.

As it turned out, the P06 Update at Orlando Hyundai only took LESS than 4 hours, taking the car in at 8am and out before noon.

 

[RLREILLY81]

ctrcbob I'm sure they wanted to do the same here and tell me that they weren't going to give the loaner. But it turned out well...drop the car off after work, get free loaner car, car gets free oil change, get car after work. I'm happy with that.

 

[Mgrig]

I am very surprised at your experience at Lester Glenn. I bought my Genesis from them in Sept. 08 and never had an issue with the car or the dealer. My car now has 35K miles on it and I have had multiple oil changes and other work done and I could not have been treated any better.

I have had 2 years of very good treatment and service from Lester Glenn. I hope you have the same moving forward.

 

[PSL]

I have enjoyed very good treatment from my Hyundai dealer, including loaner cars when needed, but when something odd happens it helps if you can find some humor in it. My example of this is; last month my 2009 4.6 needed the driver’s seat track mechanism replaced as it was making a grinding noise when adjusting forward or backward. I dropped it off at the dealer and the only loaner they offered was a Nissan Cube (tan color). Have you seen those square box looking teenager cars? Well, I laughed when I got in it, and my wife and kids really had a good laugh when they saw me drive up in it that evening. You can't make this stuff up!

 

[ctrcbob]

I have enjoyed very good treatment from my Hyundai dealer, including loaner cars when needed, but when something odd happens it helps if you can find some humor in it. My example of this is; last month my 2009 4.6 needed the driver’s seat track mechanism replaced as it was making a grinding noise when adjusting forward or backward. I dropped it off at the dealer and the only loaner they offered was a Nissan Cube (tan color). Have you seen those square box looking teenager cars? Well, I laughed when I got in it, and my wife and kids really had a good laugh when they saw me drive up in it that evening. You can't make this stuff up!

My drivers seat makes the exact same noise sometimes. Sounds like something is grinding in there. My Genesis Technician lubricated it in the past, however it still (sometimes) makes that grinding noise. Now that I see that someone else has/had the same problem, I will ask my Technician to check it out, and to replace that mechanism the next time I go in for service.

 

[PSL]

My drivers seat makes the exact same noise sometimes. Sounds like something is grinding in there. My Genesis Technician lubricated it in the past, however it still (sometimes) makes that grinding noise. Now that I see that someone else has/had the same problem, I will ask my Technician to check it out, and to replace that mechanism the next time I go in for service.

Yes, that's the steps my Hyundai dealership took - lubricate the mechinism first and if that didn't fix it then replace the entire seat track assembly. Hyundai didn't make a big fuss about replacing the faulty seat track. I just hope the loaner car they give you isn't what they gave me (the Cube)...

 

[ctrcbob]

Yes, that's the steps my Hyundai dealership took - lubricate the mechinism first and if that didn't fix it then replace the entire seat track assembly. Hyundai didn't make a big fuss about replacing the faulty seat track. I just hope the loaner car they give you isn't what they gave me (the Cube)...

Visited Orlando Hyundai Service Department today. Reminded the Service Writer that I had a problem with the seat track a few months ago, (I have it shown on a Repair Order from a few months ago), and that my favorate technician had lubricated it. (the grinding stopped for a while, but then started again). The Service Writer got in the car and moved the seat back and guess what, He Heard It Grind! (Miracles never cease, as normally when there is a problem, it does not show up at the dealer <grin>). When the part comes in, I'll do and have it replaced, plus I'll have some other things done, like oil change, and whatever else the owners manual schedule calls for.

If the part comes in before the end of next week, I'll have everything done at that time, but if after next week, the job will have to wait until the end of January, as my wife and I will be driving out west (NM, AZ & CA) for three to four weeks. (Taking her Continental, not the Genesis, as I don't want to drive the Genesis in the snow and "Salt", plus the Continental is FWD and goes through almost anything).

Great taking a road trip when the price of gas goes up to around $3.00 or more a gallon!?!?!?!

______________________________

Help support this site so it can continue supporting you!

 

[ctrcbob]

Visited Orlando Hyundai Service Department today. Reminded the Service Writer that I had a problem with the seat track a few months ago, (I have it shown on a Repair Order from a few months ago), and that my favorate technician had lubricated it. (the grinding stopped for a while, but then started again). The Service Writer got in the car and moved the seat back and guess what, He Heard It Grind! (Miracles never cease, as normally when there is a problem, it does not show up at the dealer <grin>). When the part comes in, I'll do and have it replaced, plus I'll have some other things done, like oil change, and whatever else the owners manual schedule calls for.

If the part comes in before the end of next week, I'll have everything done at that time, but if after next week, the job will have to wait until the end of January, as my wife and I will be driving out west (NM, AZ & CA) for three to four weeks. (Taking her Continental, not the Genesis, as I don't want to drive the Genesis in the snow and "Salt", plus the Continental is FWD and goes through almost anything).

Great taking a road trip when the price of gas goes up to around $3.00 or more a gallon!?!?!?!

Got a call from Orlando Hyundai Parts Department yesterday, telling me the part (Drivers Seat Track Mechanism) was in. Called the Service Department and made an appointment for this morning at 8am. Went in, and the Tech got the part from the Parts Department. HOLY SAMOLY. I had thought it would just be a track that would be replaced, but it is the whole seat frame. Big job. Tech removed the seat and seatback. then removed the seat itself from the seat frame. Could see just how the thing operates. All the little motors to move the seat. All the heat and cooling tubes, and air filter. Not just the little job I thought it would be. They don't sell the track seperatly. Well the tech changed everything out, put everything back together and everything works as designed. When first operated, the unit had lost its memory setting and the seat and seatback went to full forward. Had to reset both the number 1 and number 2 memory settings. (I guess those settings are in the seat frame and not a seperate module).

I've only had the change for a few hours, but so far, NO GRINDING.

I also hope that this corrects the other driver seat problem I've had when using the car in very cold weather, as when I go to Roswell NM or Penfield NY in the winter, whereas my seat would stop going to the rearward rest position when I would exit the car. Last December in Roswell, the seat would not go back, even if I pushed the lever on the side of the seat. No problem as long as I remembered not to push the seat forward, as it would not go back. Once I drove the car for a couple hours, and everything in the car warmed up, the seat would then return to the rest position, and/or I could push the lever for the seat to go back, however out there, I would only drive the car for 10 or 15 minutes or so, and the interior did not heat up enough for the seat to operate correctly. This was not the reason I took it in, as it was the Grinding that was driving me crazy.

I'm very glad the Service Writer heard and felt the seat grinding, and am also very glad that the technician Mark is great, and knows what he is doing.
Great Service Department.

 

[RLREILLY81]

OK so here is the update on the original post.

I dropped off my car last night and was able to obtain a loaner car... an Accent So speaking to the question of if Hyundai dealers are ready to take on the customer service that is in the luxury market I don't think that they are. I bring you your flagship car for an oil change and you give me a car that is less then a quarter of the price I gave you?? That would be like walking into Toyota giving them an Avalon and them giving you a Yaris.

So this morning I got a call from the service manager going over my work order which I thought was a positive thing and it quickly showed that it was something else.

While going over what I checked off he asked why i brought the car in. I explained that I was going out of town and that I brought my car in for the Warranty required 6 months or 7500 mile oil change. All he heard was 7500 mile maintenance and started rattling off wheel balancing, tire rotation, checking my brakes, lubing the doors and that it would cost me $200. While the money isn't an issue it also kinda is. Its not that I cant afford $200 but I get the feeling that since they have my car in they figured it was a money maker. To me its a total turn off and will be less likely to go to them for the services they want from me.

I may be alone in feeling like dealerships try to nickel and dime you to death but its a distinct impression I have. I would be more likely to keep my business with someone if they are just honest and not trying to pull one over on me, which I feel the7500 mile maintenance is. Lubing the doors??? Are you F*ck!ng kidding me?

Sorry for the rant.

 

[SEGA 1]

I also purchased my Genesis from Lester Glenn Hyndia in Toms River NJ.
They have ALWAYS done the right thing by me.
Whenever I brought my Genesis in for service I almost always got a Gensis sedan as a loaner.

 

[RLREILLY81]

I also purchased my Genesis from Lester Glenn Hyndia in Toms River NJ.
They have ALWAYS done the right thing by me.
Whenever I brought my Genesis in for service I almost always got a Gensis sedan as a loaner.

Well here's hoping that they have solved their issues at the services department. Because the BS that was gone through from the first oil change and getting an Accent as a loaner was totally unacceptable. But I hope to have your luck the next time.

 

[msitter]

Dealers only make money in the service dept. and the used car lot. They certainly don't make anything on new cars. Look at the "what did you pay" posts elsewhere on this site and not many have allowed them to make much profit on the new sale. That being said, all dealers have a limited amount of opportunities to earn the needed money to operate that huge brick and mortar facility, pay the staff and create the necessary cash flow to stay in business. Once you have driven off in that Genesis that you have squeezed the dealer down to a point he is trading dollars for it, how can you then demand all manner of complimentary services when you next arrive for your free oil change? Think of it this way, the purchase price has been reduced to a slightly above cost figure, the trade in allowance demanded is NADA retail and free service is expected for as long it is owned along with free loaner vehicles. With such a good business model everyone should own and operate an automobile franchise. Sounds to me like it is a license to print money.

 

[Ruissimo]

Hmm... good points. I like the way you're thinking.

I may just use that argument when I go shopping for a 5.0 in a few months. "Listen, we both know you're gonna bleed me dry when I come in for service, so why don't you just save us all the hassle and give me this car at cost now, eh?"

AWESOME.

 

[SEGA 1]

Lets face it, anyone can sell a car. But it's the service department that will keep you coming back to that dealer.
I have purchased 4 cars from lester Glenn in the last 3 years (maybe that's why they treat me good?).
But they have always done the right thing by me.
And as far as loaners go, they have put dealer plates on a brand new Genesis Sedan for me.
The only time I ever had a problem with getting shall we say "less quality" loaner car was when they had a new girl issueing the loaner and even then they appoligized when I brought that one back.

 

[Potty_Pants]

Guys,

I'd like to comment on a few of the msgs (even though its an old thread)

dealerships DO make money off new vehicles... they have their holdback & additional incentives as well as any additional warranty they sell (tire, ding,windshield,bumper to bumper).

Service dept's arent in the business of giving service away for free... trust me they will try to ding you on a free oil change... and you will find its not free.

now the two luxury dealers ive dealt with in the past... infiniti would provide loaners for oil changes, bmw would not. However... bmw waiting areas were always nicely stocked with anything from soda's to snacks Free of charge. Unfortunately this is where Hyundai is lacking big time... if your trying to pull in the luxury crowd you gotta provide luxury accomodations.

Next up is the loaner cars if your lucky enough to get one for an oil change (which i think is unnecessary) or any service any 4 wheels will get you to and from... be greatful ! This is a dealer provided service... i havent heard of hyundai reimbursing the dealers for their loaner fleets.

When i come to service I dont expect them to rape me... oil hinges, check hoses,etc for a 7500 service or whatever. we all know this is BS... and the sales push in service should be left on the showroom floor. this would be enough for me to take my business elsewhere.

Honestly until Hyundai seperates the Equus and Genesis from their economy line they will never compete with the luxury brands no matter how good the car is. I've come to expect a certain luxury in service with a higher priced car then the standard dealers Ford, Chevy, Nissan, Toyota, etc.

anyways thats my rant

ppp

 

[SmoovC]

Guys,

I'd like to comment on a few of the msgs (even though its an old thread)

dealerships DO make money off new vehicles... they have their holdback & additional incentives as well as any additional warranty they sell (tire, ding,windshield,bumper to bumper).

Service dept's arent in the business of giving service away for free... trust me they will try to ding you on a free oil change... and you will find its not free.

now the two luxury dealers ive dealt with in the past... infiniti would provide loaners for oil changes, bmw would not. However... bmw waiting areas were always nicely stocked with anything from soda's to snacks Free of charge. Unfortunately this is where Hyundai is lacking big time... if your trying to pull in the luxury crowd you gotta provide luxury accomodations.

Next up is the loaner cars if your lucky enough to get one for an oil change (which i think is unnecessary) or any service any 4 wheels will get you to and from... be greatful ! This is a dealer provided service... i havent heard of hyundai reimbursing the dealers for their loaner fleets.

When i come to service I dont expect them to rape me... oil hinges, check hoses,etc for a 7500 service or whatever. we all know this is BS... and the sales push in service should be left on the showroom floor. this would be enough for me to take my business elsewhere.

Honestly until Hyundai seperates the Equus and Genesis from their economy line they will never compete with the luxury brands no matter how good the car is. I've come to expect a certain luxury in service with a higher priced car then the standard dealers Ford, Chevy, Nissan, Toyota, etc.

anyways thats my rant

ppp

Absolutely agree. Infiniti was by far the best "high end customer" service I have ever experienced. Sure, they were a little more money than dropping at a Nissan dealer, and having to find a ride there and back.

One has to determine what their time is worth, and what they are willing to pay for service and convenience.